Quick Overview
ABBYY used ChurnZero's automation and Customer Success AI to personalize customer experience at scale, moving away from manual Excel tracking and creating automated plays for lifecycle engagement points.
ABBYY
Company Size
~1,000 employees (estimated)
Revenue Range
Not publicly disclosed
Primary Challenge
Scaling personalized customer success management and reducing manual processes
Key Metrics
\- 4x increase in account coverage\- Increased net revenue retention\- Improved NPS and response rates
The Problem
Manual customer success tracking in spreadsheets limited scalability and personalization.
The Solution
Implemented ChurnZero Customer Success AI to automate customer lifecycle plays, track engagement, and personalize outreach.
Results
\- Quadrupled account coverage\- Higher revenue retention\- Improved customer satisfaction and engagement metrics
Details
Industry
Technology & SaaS
Departments
Account Management & Client Success
Use Cases
Client Health Monitoring
Client Communication
Account Reviews
Tags
Predictive Modeling
Cost Reduction
Enhanced Decision-Making
AI Tools Used
ChurnZero
Sources
https://churnzero.com/case-studies/abbyy/https://www.vktr.com/ai-disruption/5-ai-case-studies-in-customer-service-and-support/
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